Office Support Staff - New Mexico ALB

Performs administrative duties to support agency operations; using basic office equipment and technology such as telephones; email; and web browsers to perform duties. Expected areas of focus include but are not limited to: 1) provide excellent customer service by phone and in person to customers, 2) creates and maintain medical records; 3) consumer eligibility and insurance claims processing support, 4) administratively support direct service providers 5) cultural competency and diversity, 6) documentation, 7) productivity and efficiency, 8) staff development and skill enhancement activities, 9) other duties and special projects as assigned and developed.

Essential Functions: 

• Customer Service: Provide excellent customer service to both internal (staff) and external (patients, vendors, community members and stakeholders) customers as evidenced by:
  • Greeting incoming callers and visitors with positivity and professionalism.
  • Interacting with internal and external customers by treating them professionally and with dignity and respect; considering their needs and preferences.   
  • Assisting consumers by asking necessary and appropriate questions to determine their need and connect them the appropriate information/individual.
  • Answering basic questions about services offered by the agency.
  • Working as an active member of the administrative office support team to support agency and patient needs.
• Assisting/Supporting Provider Staff:  Providing support to individuals served and agency providers as evidenced by:
  • Answering and routing incoming calls, determining needs of caller, and taking and delivering messages.
  • Conducting daily reminder calls to scheduled patients and other patient outreach to support agency needs.
  • Completing patient check-in and check-out for appointment attendance (including collection of any applicable fees).
  • Scheduling, canceling, or changing appointments in the information system(s) and communicating changes to necessary parties.
  • The ability to collect and document patient vitals, coordinate prescription refills, and complete prior authorization requests.
• Medical Records Maintenance:  Completes enrollment and maintenance of patient medical records and profiles in agency information system(s) as evidenced by:
  • Enrolling/opening new medical records and profiles in agency information system(s).
  • Updating and maintaining files (including filing of documents, maintaining file organization, and updating of demographics and other patient information).
  • Completing review of files to ensure required forms/documents are included.
  • Accurately processing releases of information. 
• Eligibility and Billing/Claims Processing Support: Supports successful claims processing through activities of eligibility verification, information system data entry, and effective problem solving related to billing errors or claim denials as evidenced by:
  • Demonstrating knowledge of applicable funding sources (insurance, etc.) and funding source requirements.
  • Confirming and documenting eligibility in a manner that is both timely and accurate.
  • Entering and updating billing/claims data in information system(s).
• Cultural Competence and Diversity:  Provides culturally appropriate services to diverse populations as evidenced by:
  • Providing services/interactions that are person-centered.
  • Providing a non-judgmental, open, and welcoming approach to diverse populations.
• Documentation: Completed documentation that meets identified expectations as evidenced by:
  • Documenting all services provided within expected time frames.
  • Documenting all services provided in a manner that meets service definitions, regulatory standards, and agency expectations.
  • Documenting all services provided in a manner that is person-centered and meets quality improvement goals.
• Efficiency and Productivity:  Consistently meeting established productivity standards as evidenced by:
  • Demonstrating excellent organizational skills.
  • Demonstrating effective use of time management techniques.
  • Demonstrating the use of effective engagement skills.
  • Consistently meeting established productivity standards and deadlines.
• Staff Development Activities:  Participates in staff development activities to increase skills and professional development as evidenced by:
  • Participating in and completing all required trainings in an accurate and timely manner.
  • Identifying and requesting training or skill enhancement opportunities.
  • Engaging in cross-training activities with other team members (including provision of cross-training of employee’s own duties to others and receiving cross-training relating to other team members’ duties).
• Other:  Completes other administrative support duties and special projects as developed and assigned. 

Education and Experience:

• High school diploma/GED or at least 1 year office experience.
• One year experience in mental health or medical setting preferred.  Bilingual (Spanish) preferred. Proficient in Microsoft Word, Outlook, and Excel.

Knowledge and Skills:

• Excellent communication skills in all areas of office operations.
• Knowledge of office equipment and front desk procedure.
• Ability to conduct interviews and meetings and to manage time and prioritize projects.
• Good writing and verbal skills.
• Valid driver’s License—Required
• CPR/First Aid - Preferred
• CPI– Preferred
• Blood Borne Disease Exposure Category—Category II
• Other Potential Hazard(s): N/A

Salary : $15 - $17